CUSTOMER CARE CONSULTANT
Alumil -
Heliopolis, CairoJob Details
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Job Description
- Daily check of registered orders to validate or substitute order lines after communicating with customers, Product Managers, Technical department, Logistics Planners, and Loading Scheduling department.
- Daily checks of customer (internal & external) order status (open orders).
- Communicates updates, readiness, missing items, and deviations from Promised dates to commercial team, with a focus on important orders and providing weekly reports per customer.
- Manages loading dates or schedules partial loads for projects by coordinating with commercial team.
- Pushes relevant departments to take corrective actions and meet delivery promises.
- Prepares reports on Service Level Agreements (SLAs) per customer and assesses performance.
- Prioritizes Production, Warehouse, and Loading Scheduling departments to facilitate urgent orders.
- Collaborate with all departments to ensure efficient Planning of Operations (Production, Logistics, Purchasing, and Loading Scheduling).
- Checks unloaded customer orders status (ready to load) and communicates with the Sales department to take relevant actions to proceed with scheduling Production and Loading.
- Monitors order status before and after loading, ensuring all order lines are shipped to customers.
- Is actively involved in maintaining item knowledge management in local ERP.
- Maintains OTIF (On-Time In-Full) reports per customer and drives continuous improvement according to Top Management guidance, ensuring market delivery dates are met.
Job Requirements
- Actively collaborate with all involved departments of the Division to improve Customer Service Levels.
- Update commercial team on deviations from promised dates and provide possible suggestions or alternative services.
- Create weekly order status reports per customer and communicate these reports to commercial team and top management.
- Manage W99 stock reduction by:
- Suggesting replacements (profiles/accessories).
- Coordinating with the sales department to offer discounts on specific items.
- Responsible for maintaining customer orders in local ERP (removing outdated orders and ensuring all open orders are active).
- Suggest improvements to local procedures and identify gaps to enhance daily operations, including:
- Stock replenishment processes.
- Stock levels.
- Response times to customer requests.
- Issues with purchased items/MOQs (Minimum Order Quantities).
